This document outlines targeted service availability levels and obligations.
DEFINITION & SCOPE
Business hours: Monday to Friday: 9:00am to 5:00pm UK time (excludes Public Holidays)
After hours emergency faults only: All hours not within Business hours coverage
This Service Level Agreement covers services provided directly by Birchills Telecom.
It is limited to the equipment, software and network infrastructure that Birchills Telecom has direct control of.
Services provided by third parties in relation to IP Telephony (e.g. internet supply, customer equipment etc.) are covered by the SLA of the respective third parties.
Customers of Birchills Telecom can lodge faults directly with the support team.
Faults can be reported in two ways:
1. By calling Birchills Telecom on 01922 21 33 33
2. By sending an email to: support@Birchills.net.
TARGET RESPONSE TIME
Birchills will acknowledge a customers’ report of a fault within 2 hours of a fault being reported during business hours.
For faults lodged after hours the target response time will be 4 to 8 hours.
Birchills Telecom will provide you with an indication of the nature of the fault and estimated time to repair the service.
TARGET REPAIR TIME
The repair time is the time taken to restore telephony services from the time the lodged fault has been acknowledged.
Target Repair time (Business hours): 4 hours
Target Repair time (After hours): 8 hours
SCHEDULED SERVICE OUTAGES
Scheduled service outages may be required for equipment service and maintenance operations.
They can also originate from 3rd party carriers who are providing services to Birchills Telecom.
Such outages will be scheduled well outside normal business hours.
Birchills will provide at least 1 business day notification of any planned service interruptions to all its customers.
Birchills Telecom will notify all affected customers.
It is the responsibility of the customer to keep their email address registered and up to date with Birchills Telecom.
In the event of emergency service interruption Birchills will try to notify the customers as soon as possible.
SERVICE UP TIME
Service up time is calculated as the percentage of time VoIP Telephony service is available to the Customer during the course of a year.
Service up time is calculated as following:
Service up time = Total hours for the period less unavailable hours/Total hours * 100
Where ‘Unavailable Hours’ is the total number of hours that the service is unavailable, except scheduled service outages.
Service up time is calculated for Birchills infrastructure only.
Birchills infrastructure does not include customer hardware or internet connections.
Target Service Availability: 99.99%
Birchills Telecom will use its best efforts to meet the service levels outlined above.
The calculated service availability will be updated on a regular basis.
The above service availability is provided using facilities that are in direct control of Birchills Telecom.
The services are provided as is without any warranty of any kind.
To the fullest extent permissible by the law, under no circumstances will Birchills be liable for any damages.